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I’m not saying we don’t need them. Obviously they provide a valuable service and I wish the best for our agents and customers. But the problem is about as bori

• ggm 2y ago
  I'm not an entrepreneur, or want to be one but I think There’s nothing exciting about making a callcenter operate well, even though it’s often done wrong is a bit of a call-to-action signal. Somebody should feel passionate bout this, it has high value (social) outcomes. I would think that giving staff some agency to intercede, plus improved scripting support and process-flow improvements could be huge here. The stories I hear about helpdesk who can only add file notes and not actually fix things like gas-meter address/ID mismatches (and the consequent debt collector problems for people who genuinely are NOT the user of the phantom gas meter) is just huge. There's a process-improvement opportunity here. "computer says no" is about the worst possible outcome. Measuring helpdesk effectiveness on time to close call feels like the problem (in part)